Service failure recovery in China

International Journal of Contemporary Hospitality Management

Volumn 16, Issue 5, 2004, Pages 279-286

  Magnini, Vincent P ^a   Ford, John B ^b  

^a LONGWOOD UNIVERSITY   (United States)

^b Business Administration Department   (United States)

Author keywords

China; Hospitality management; Hotels; Training

Indexed keywords

EID: 84986104477     PISSN: 09596119     EISSN: None     Source Type: Journal    
DOI: 10.1108/09596110410540249     Document Type: Review

References (44)

1. Allison, C. and Hayes, J. (2000), “Cross-national differences in cognitive style: implications for management”, International Journal of Human Resource Management, Vol. 11 No. 1, pp. 161-70.
2. Atimes.com (2002), “China's tourism industry racing full-steam ahead”, available at: www.atimes.com/china/DA10Ad01.html (accessed March).
3. Brown, S.W. (2000), “Practicing best-in-class service recovery”, Marketing Management, Vol. 9 No. 2, pp. 8-9.
4. Cai, L., Zhang, L., Pearson, T. and Bai, X. (2000), “Challenges for China's state-run hotels: a marketing perspective”, Journal of Hospitality and Leisure Marketing, Vol. 7 No. 1, pp. 29-46.
5. Chan, A. (1995), “The emerging patterns of industrial relations in China and the rise of the two new labor movements”, China Information: A Quarterly Journal, Vol. 9 No. 4, pp. 36-59.
6. Coleman, Z. (2002), “Hotel groups bolster presence in China”, The Wall Street Journal, 8 May, p. D10.
7. Conner, F. (2000), “Radisson's in China, too”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 41 No. 5, p. 7.
8. Cook, S. and Maurer-Fazio, M. (1999), “The workers' state meets the market: labour in transition”, Journal of Development Studies, Vol. 35 No. 3, pp. 1-15.
9. Goodall, K. and Warner, M. (1999), “Enterprise reform, labor-management relations and human resource management in multinational context”, International Studies of Management and Organization, Vol. 29 No. 3, pp. 21-36.
10. Hart, C., Heskett, J. and Sasser, E. Jr (1990), “The profitable art of service recovery”, Harvard Business Review, Vol. 68, July/August, pp. 148-56.
11. Hess, R. Jr, Ganesan, S. and Klein, N. (2003), “The impact of relationship factors on customer satisfaction”, Journal of the Academy of Marketing Sciences, Vol. 31 No. 2, pp. 127-45.
12. Hoffman, K., Kelley, S. and Rotalsky, H. (1995), “Tracking service failure and employee recovery efforts”, Journal of Services Marketing, Vol. 9 No. 2, pp. 49-61.
13. Hofstede, G. (1983), “The cultural relativity of organizational practices and theories”, Journal of International Business Studies, Vol. 14 No. 2, pp. 75-89.
14. Hu, B., Cai, L. and Kavanaugh, R. (2001), “Chinese and British hotels: cultural differences and management”, FIU Hospitality Review, Vol. 19 No. 1, pp. 37-54.
15. Kelley, S. and Davis, M. (1994), “Antecedents to customer expectations for service recovery”, Journal of Academy of Marketing Science, Vol. 22 No. 1, pp. 52-61.
16. Lam, T. and Xiao, H. (2000), “Challenges and constraints of hospitality and tourism education in China”, International Journal of Contemporary Hospitality Management, Vol. 12 No. 5, pp. 291-5.
17. Li, L. (1996), “Predictors of hotel expatriate manager satisfaction in Asian-Pacific countries”, International Journal of Hospitality Management, Vol. 15 No. 4, pp. 363-72.
18. Liu, T., Warden, C., Lee, C. and Huang, C. (2001), “Fatal service failures across cultures”, Journal of Hospitality and Leisure Marketing, Vol. 8 No. 1/2, pp. 93-111.
19. Lockett, M. (1988), “Culture and the problems of Chinese management”, Organization Studies, Vol. 9 No. 4, pp. 475-96.
20. McCollough, M. and Bharadwaj, S. (1992), “The recovery paradox: an examination of consumer satisfaction in relation to disconfirmation, service quality, and attribution-based theories”, in Allen, C. et al. (Eds), Marketing Theory and Applications, American Marketing Association, Chicago, IL.
21. McCollough, M.A., Berry, L.L. and Yadav, M.S. (2000), “An empirical investigation of customer satisfaction after service failure and recovery”, Journal of Service Research, Vol. 3, November, pp. 121-37.
22. McDougall, G. and Levesque, T. (1998), “The effectiveness of recovery strategies after service failure: an experiment in the hospitality industry”, Journal of Hospitality and Leisure Marketing, Vol. 5 No. 2/3, pp. 27-49.
23. Magnini, V. and Honeycutt, E. (2003), “Learning orientation and the hotel expatriate manager experience”, International Journal of Hospitality Management, Vol. 22 No. 3, pp. 267-80.
24. Maxham, J. (2001), “Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions”, Journal of Business Research, Vol. 54 No. 1, pp. 11-24.
25. Maxham, J. III and Netemeyer, R. (2003), “Firms reap what they sow: the effects of shared values and perceived organizational justice on customers' evaluations of complaint handling”, Journal of Marketing, Vol. 67 No. 1, pp. 46-62.
26. Mendenhall, M. and Stahl, G. (2000), “Expatriate training and development: where do we go from here?”, Human Resources Management, Vol. 39 No. 2/3, pp. 251-65.
27. Mitsuhashi, H., Park, H., Wright, P. and Chua, R. (2000), “Line and HR executive's perceptions of HR effectiveness in firms in the People's Republic of China”, International Journal of Human Resources Management, Vol. 11 No. 2, pp. 197-216.
28. Peccei, R. and Rosenthal, P. (1997), “The antecedents of employee commitment to customer service: evidence from a UK service context”, International Journal of Human Resources Management, Vol. 8 No. 1, pp. 66-86.
29. Peccei, R. and Rosenthal, P. (2000), “Front-line responses to customer orientation programmes: a theoretical and empirical analysis”, International Journal of Human Resource Management, Vol. 11 No. 3, pp. 562-90.
30. Pine, R. (2002), “China's hotel industry: serving a massive market”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 43 No. 3, pp. 61-70.
31. Schmitt, B., Pan, N. and Tavassoli, N. (1994), “Language and consumer memory: the impact of linguistic differences between Chinese and English”, Journal of Consumer Research, Vol. 21 No. 4, pp. 419-31.
32. Smith, A. and Bolton, R. (1998), “An experimental investigation of customer reactions to service failure and recovery encounters”, Journal of Service Research, Vol. 1, pp. 65-81.
33. Smith, A. and Bolton, R. (2002), “The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments”, Journal of the Academy of Marketing Science, Vol. 30 No. 1, pp. 5-23.
34. Sturdy, A. (2000), “Training in service: importing and imparting customer service culture as an interactive process”, International Journal of Human Resource Management, Vol. 11 No. 6, pp. 1082-103.
35. Tavassoli, N. (1999), “Temporal and associative memory in Chinese and English”, Journal of Consumer Research, Vol. 26 No. 2, pp. 170-81.
36. Tax, S.S., Brown, S.W. and Chandrashekaran, M. (1998), “Customer evaluations of service complaint experiences: implications for relationship marketing”, Journal of Marketing, Vol. 62 No. 2, pp. 6-76.
37. Tennant, M. (1988), Psychology and Adult Learning, Routledge, London.
38. Tomlinson, R. (1999), “China rolls out the red carpet”, Fortune, Vol. 139 No. 10, pp. 224-8.
39. Trafimow, D., Triandis, H. and Goto, S. (1991), “Some tests in distinction between private self and collective self”, Journal of Personality and Social Psychology, Vol. 60 No. 5, pp. 649-55.
40. Wildes, V. (2002), “Unique training: the mood indicator is an employee's tool”, International Journal of Contemporary Hospitality Management, Vol. 14 No. 4, pp. 193-6.
41. Withiam, G. (2000), “CU2: Chinese University develops center of excellence”, Cornell Hotel and Restaurant Administration Quarterly, Vol. 41 No. 5, p. 7.
42. Yu, L. and Huat, G. (1995), “Perceptions of management difficulty factors by expatriate hotel professionals in China”, International Journal of Hospitality Management, Vol. 14 No. 3/4, pp. 375-88.
43. Yu, W. and Gang, W. (2002), “Tackling brain drain”, Business Weekly, 28 May, available at: www.1.chinadaily.com.cn/bw/2002-05-21/71522.html (accessed August).
44. Zhang, L., Cai, L. and Liu, W. (2002), “On-job training: a critical human resources challenge for China's hotel industry”, Journal of Human Resources in Hospitality and Tourism, Vol. 1 No. 3, pp. 91-100.